At a Glance
- Tasks: Define and enhance client experience standards across all touchpoints.
- Company: Join a leading asset management firm committed to inclusivity and innovation.
- Benefits: Enjoy hybrid working, generous holidays, health benefits, and professional development support.
- Other info: Opportunities for mentorship, leadership development, and career growth.
- Why this job: Shape exceptional client experiences and make a real impact in the industry.
- Qualifications: Strong communication skills and change management experience required.
The predicted salary is between 60000 - 80000 £ per year.
Responsibilities
- Accountable for defining client experience standards and journeys: Define “good”, “better” or “best” client experiences across all client touchpoints (e.g. onboarding, communications, reporting etc.)
- Develop best‑in‑class client touchpoints for those prioritized, working closely with project and business teams.
- Bring knowledge of best‑in‑class client experiences.
- Shape programs of work by translating these insights into clear, actionable requirements that delivery teams can execute upon (i.e. close the gap between strategy and delivery).
- Define measures of success.
- Assess the current state of JHI’s client experience by identifying gaps, pain points and areas of differentiation.
- Design, run and analyse bi‑annual client surveys, ensuring insights are clearly articulated and actionable by stakeholders.
- Annual assessment of client touchpoints against “good”, “better” or “best” criteria.
- Lead on development of clearly articulated service propositions based on the needs of client segments (e.g. insurance clients).
- Own the development and governance of client tiering and service catalogue frameworks, ensuring alignment between value, service levels, and delivery models.
- Carry duties as assigned.
Qualifications
- Change management experience
- Strong communication and coalition‑building skills
- Exercising sound business judgement
- Results‑driven mindset
- Influencing ability
Nice to have skills
- Significant experience within the asset management industry
- Experience in developing best‑practice client experience through client service, sales or marketing
- Strong communication skills
- Deputising for the head of team when needed
Supervisory responsibilities
- Potential for growth
- Mentoring
- Leadership development programs
- Regular training
- Career development services
- Continuing education courses
Benefits
- Hybrid working and reasonable accommodations
- Generous holiday policies
- Excellent health and wellbeing benefits, including corporate membership to ClassPass
- Paid volunteer time to step away from your desk and into the community
- Support to grow through professional development courses, tuition/qualification reimbursement and more
- Maternal/paternal leave benefits and family services
- Complimentary subscription to Headspace – the mindfulness app
- All employee events including networking opportunities and social activities
- Lunch allowance for use within our subsidised onsite canteen
Compensation
- Annual Bonus Opportunity: Position may be eligible to receive an annual discretionary bonus award from the profit pool. The profit pool is funded based on company profits. Individual bonuses are determined based on company, department, team and individual performance.
Legal & EEO Statement
At Janus Henderson Investors we’re committed to an inclusive and supportive environment. We believe diversity improves results and we welcome applications from candidates from all backgrounds. We understand everyone has different commitments and while we can’t accommodate every flexible working request we’re happy to be asked about work flexibility and our hybrid working environment. If you need any reasonable accommodations during our recruitment process, please get in touch and let us know at Janus Henderson Investors is an equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. All applications are subject to background checks. Applicants must be willing to adhere to the provisions of our Investment Advisory Code of Ethics related to personal securities activities and other disclosure and certification requirements, including past political contributions and political activities. Applicant’s past political contributions or activity may impact eligibility for this position.
Senior Associate Director, Client Experience Strategy & Delivery Partner in London employer: Janus Henderson Global Investors
Janus Henderson Investors is an exceptional employer that prioritises employee wellbeing and professional growth, offering a generous holiday policy, hybrid working options, and comprehensive health benefits including a corporate ClassPass membership. The collaborative work culture fosters cross-functional relationships and provides ample opportunities for career development through mentoring and training programs, making it an ideal place for those seeking meaningful and rewarding employment in the governance and oversight sector.
Contact Details:
Janus Henderson Global Investors Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Senior Associate Director, Client Experience Strategy & Delivery Partner in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those who work at Janus Henderson Investors. A friendly chat can open doors and give you insights that might just land you an interview.
✨Tip Number 2
Prepare for the interview by understanding their client experience standards. Think about how you can contribute to defining 'good', 'better', or 'best' client experiences. Show them you’re ready to hit the ground running!
✨Tip Number 3
Practice your communication skills! You’ll need to articulate your ideas clearly and build coalitions. Consider mock interviews with friends or mentors to refine your pitch.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in being part of the team.
We think you need these skills to ace Senior Associate Director, Client Experience Strategy & Delivery Partner in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in client experience strategy. Use the language from the job description to show that you understand what we’re looking for.
Showcase Your Achievements:Don’t just list your responsibilities; share specific examples of how you’ve defined and improved client experiences in the past. We love seeing measurable results, so include any data or feedback that demonstrates your impact.
Be Clear and Concise:When writing your application, keep it straightforward and to the point. We appreciate clarity, so avoid jargon and make sure your key points stand out. This will help us see your qualifications quickly!
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Janus Henderson Global Investors
✨Know the Client Experience Inside Out
Before your interview, dive deep into what defines 'good', 'better', and 'best' client experiences. Familiarise yourself with the company's current client touchpoints and think about how you can enhance them. This will show that you're not just interested in the role but are also ready to contribute valuable insights.
✨Prepare Real-World Examples
Think of specific instances where you've successfully defined or improved client experiences in your previous roles. Be ready to discuss how you identified gaps, implemented changes, and measured success. This will demonstrate your practical experience and results-driven mindset.
✨Brush Up on Change Management Skills
Since change management is a key part of this role, be prepared to discuss your experience in leading change initiatives. Think about how you’ve influenced teams and stakeholders in the past, and be ready to share strategies that worked for you.
✨Showcase Your Communication Skills
Strong communication is crucial for this position. Practice articulating your thoughts clearly and confidently. You might even want to prepare a brief presentation on a client experience strategy you admire, as this could highlight your ability to convey complex ideas effectively.
